Help Desk Analyst

You’re joining a team of exceptional leaders and individuals who strive for growth and improvement across our business. The information team plays a crucial role in the success of our organization, and you’ve got a passion for ensuring both our business and customers are protected by creating and improving world-class programs and products.Job Responsibilities:Here are the key responsibilities and tasks associated with the role of an IT Helpdesk Technician:- Diagnose and resolve technical hardware and software issues- Research questions using available information resources.- Advise customers on appropriate action.- Follow standard help desk procedures.- Log all help desk interactions.- Administer help desk software.- Follow up with customers to ensure complete resolution of issues- Redirect problems to correct resource.- Identify and escalate situations requiring urgent attention.- Track and route problems and requests and document resolutions.- Inform management of recurring problems- Stay current with system information, changes, and updates.- Help update training manuals for new and revised software and hardware.- Train computer users as necessary- Participant in rotating on-call schedule- Demonstrate exceptional communication and customer service skills and maintaining a courteous and professional demeanor.- Ability to effectively troubleshoot and resolve technical issues in a professional manner.- Assist with maintaining accurate records of all IT assets including hardware, software licenses, and peripherals.Key Competencies:Customer Service, Communication, Teamwork and Accountability.- Experience using Helpdesk Ticking Systems- Knowledge of networking, backup and data communication systems and procedures- Strong analytic, troubleshooting skills- Strong verbal and written communication skills- Knowledge of and experience with the technologies and systems used by the company, with particular emphasis on Microsoft Operating Systems and software- Experience using M365 is a plus**Requirements**:- Associate's degree or equivalent experience in Information Technology or related field.- Certification in relevant technologies (e.g., CompTIA A+, Microsoft Certified Desktop Support Technician).- Strong problem-solving and analytical skills.- Excellent communication and customer service skills.- Ability to prioritize and manage multiple tasks in a fast-paced environment.- 2+ years of prior phone based IT support experience.- Strong written and oral communication and customer services skills.- Familiarity with help desk ticketing software including reviewing, assigning, and handling tickets.- Experience installing a wide variety of hardware and software.- Advanced knowledge of Microsoft Windows Operating systems 10/11- Knowledge of wired/wireless network connectivity, PC setup, configuration, and maintenance.- Prior experience with Active Directory maintenance including password resetting and managing group membership.- Ability to multitask in a fast-paced team environment.- Willingness to learn new skills to provide effective support for agency technologies.- Ability to work independently and within a team.- Strong problem-solving and analytical abilities.- Attention to detail and ability to manage multiple priorities.- Willingness to learn and adapt to new technologies and tools